I work at a store that sells Ugg boots, skins, souvenirs and general Australiana stuff. Between Mothers day and winter is our busiest time and this happened late afternoon towards the tail end of that peak season.
I should also mention that we only have 1 staff member on in the store per day but the store I usually work at happens to be on the same street as the head office. This means that we can work pretty closely with them and my manager or the owner can help out if need be.
The afternoon rush had chilled out and I hadn't had a customer for a while so I was looking forward to a peaceful close of shop. The customer in question (Stick Kicker - SK) came charging in like a bull. He was easy 6'4 and big. Not fat, but built. Acting all friendly he places a shopping plastic bag on the counter with a pair of our Outback Ugg boots in them. They're sturdy ones with rubber soles and toe guard.
SK: Hey mate, I got these shoes from you and I paid a fortune for them and it took me ages and I wasn't sure about spending that much but I got them and now they've got a F---ing big hole in them. They're supposed to be tough ones.
Me: Well that's not good, what happened?
SK: I put them on for the first time and went out in the yard after my dog. It was dark and I kicked a stick which tore through the shoe so I need a new pair. Just grab one for me. It was only last week or something.
He's looming over the counter and pushing the boots forward.
Me: We can't do a replacement if the boots weren't actually faulty sorry. We do have a repair service down the road at our head office but the hole you put in them is in a difficult place to fix so you'd have to check with them. I write down the street number on a business card
We have a bit of back and forth with him being mostly friendly but insisting that I can just grab a pair off the shelf and give them to him because he paid so much in the first place. I'm being as friendly as I can at this stage and know that my manager would have more stern words with him. Also I'm a very slight guy and definitely under 6 foot so I don't want to anger the giant.
SK: You can't expect me to wear these with a hole in them, so I need a f---ing new pair. Just grab one and we won't tell the boss.
Me: No, I can't do that. Feel free to check in with them though to see if they can help you. Like I said they're just down the road.
He eventually leaves and I called head office to give them the heads up. They confirmed with me what I already knew, that he would have to buy a new pair because his actions had nothing to do with us. Obviously! So I know she's going to deal with him and I go back to my afternoon. Not long after the guy comes back, red in the face but still trying to act all smooth. I'm in the aisles now and he comes up and starts following me through the store.
SK: Yeah I spoke to her and she said it's no problem and you can just get me a new pair. I want the black ones in size 11. You can go and get them. It's no problem.
I had to tell him twice that he couldn't follow me out the back of the store (staff area only) so he stood at the edge of the divider and waited. I can't think of any reason why my manager would allow his to happen so I grab out my mobile and quickly call. She tells me he's trying to have one over on me and offers to come confront him but I just tell her I've got this. She's a middle aged lady and as much as she's willing, she shouldn't have to deal with this. He hears me on the phone and starts shouting that I should have his shoes and be back by now. I come out with the shoes and he's standing as close to me as he can without touching.
SK: What was that about?
Me: Well my boss says you can't have them, you're going to have to buy another pair.
before I even finish the sentence
SK: Yeah I was messing with you mate, just messing. It's f---ing criminal that b----. They cost a fortune. I don't want to buy any more.
Me: Okay then, I can put them back if you don't want them?
SK: DO YOU EXPECT ME TO HAVE F---ING COLD FEET OR SOMETHING?!? I BOUGHT THEM FOR A REASON YOU F---ING IDIOT! YOU B---ARDS TRYING TO CHEAT ME FOR YOUR SCUMMY SHOES!! JUST GIVE ME THE DAMN THINGS! Fine i'll pay.
That escalated quickly but i'm just hoping that I can put it through and he'll leave me alone. Things just got worse from there. As I'm finalizing the payment he is still fuming at me and saying the typical "I'm going to report you" and "I'll never come here again" nonsense. Then as the receipt is being printed he starts threatening to find where I live and beat the s*it out of me and my family. He literally grabs the new shoes off the counter, throws the broken ones past me and storms off saying how he's going to kill me and that I should come in the parking lot and have a go.
And all because he kicked a stick.